Regional Customer Success Marketplaces & Customer Service Manager

• Feb 2023 - Present

Regional Customer Service Manager

• Jan 2021 - Feb 2023

I managed operational startup of the company with a several ramp up of +150 employees. Achievement of agreed core metrics by managing lead, supervisors, coordinators, supervisors/Analysts and 110+ agents providing benchmark CX for Latin America, Mexico and USA within full ecommerce operation.Workforce Management: In charge of set up and lead the department. Process definition, Playvox WFM implementation and process optimization. Improvement on 50% of forecast accuracy, 8% of SL, 90% of occupationReporting and Analytics: Project Manager lead for Datawarehouse project (Bigquery) and systems integrations, in order to develop real time reports ensuring operation and BI analysis to improve company and client success.Customer Care: In charge of improve and lead the department. Process definition, Zendesk implementation and process optimization. Improvement on 30% of productivity, 15% of adherence and punctuality and 44% of NPS.Quality and Training: In charge of set up and lead the department. Process definition, Playvox QA/EMS implementation and process optimization. Onboarding and training agents metrics. Improvement on 46% QA agent score and 31% of training agent score.Strategy Management: I was involved in several projects to alien the company to the stakeholder’s strategy. P&L implementation, contracts won with strategic clients, Lean Program with several process optimization, and cost efficiency programs.We're building superior customer service for tomorrow's e-commerce Show less

Quality and Training Sr. Head

• May 2020 - Dec 2020

Head of Practices

• Aug 2014 - Feb 2022

Develop theory and practices for Planning and Production Control. Develop theory and practices for Planning and Production Control.

Lean Manufacturing Engineer Sr.

• Jul 2017 - Jun 2020

Responsible for the value stream of the every production process. Lean Champion for the Kaizen of Value Stream. Process Modeling in Simul8. Champion of the Simulation Project in order to prioritize value stream issues, determine real lead times and optimization of Bach sizes. Champion for optimization of the parameters of supermarket using advances stocks theory. Champion in Technology and improvement applications projects. Power BI: Dashboard development, KPI and root cause analysis. Moderator of workshops as A3, SMED, 5 S, Standardizations, VSM Show less

Owner

• Jan 2017 - May 2020

Cornelius Brew Pub and Cornelius Brewing Company Cornelius Brew Pub and Cornelius Brewing Company

Process Engineer

• Jul 2016 - Dec 2016

Responsibilities on System implementations and Process Optimizations: * Digital Catalogue: From a manual process to Project Management effort for standard application using JAVA technology. Centralize all selling by mobile app, and prepare daily shipment. * Inventory Management: Project Management effort for Custom Factory Process, a new application developed in Java technology in order to track kegs by Google maps and fully trazability of bach production. Process mapping and high level definition of Process “To Be”. Used scrum methodology. In development. * 5S Implementation: Full implementation of 5 S, design of standars, HOEs and audit program. * Material Handling: 3D design of platafforms and SMED devices. Show less

IT Project Manager

• Sep 2014 - May 2016

Responsibilities on System implementations and Process Optimizations:* Packaging Management System: From a manual process to Project Management effort for standard application using JAVA technology using for set packagings of production material and containers management. Project Closure on time and in scope. Budget: 350 K USD.* Freight Management System: From a manual process to Project Management effort for a new application based on IBM – BPM technology. Process mapping and improvement. Project Closure on time and in scope. Budget: 20 K USD* Invoices Workflow: From a manual process to Project Management of Providers invoices electronic Workflow, new application developed using IBM – BPM platform. In Transition for Wave 1 and in Solution introduction Wave 2. Budget: 700 K USD. Coordinator of 2 project team member.* Custom Factory: Project Management effort for Custom Factory Process, a new application developed in MS .NET technology. Design the portfolio projects strategy. Process mapping (25 actual process, using access, toad and excel) and high level definition of Process “To Be”. Used scrum methodology. Business Conception for the wave 1 and Order Clarification of Wave 2. Budget: 1.500 K USD. Coordinator of 5 project team member. Other responsibilities:* Taskforce Coordinator: Management of problem solving and root cause analysis for systems stabilizations as SAP UNIT, Packaging Document System and International Trading Solutions. * PMI: Part of the team responsible for the re-engineer of IT Project Process and the definition of new PMI methodology for IT. Successfully Implemented. Show less

Lean Manufacturing Engineer

• Dec 2012 - Aug 2014

* Lean Manufacturing Training: Responsible of the Lean Center VW Argentina (Traning center of World Class manufacturing program) with simulations of 5S, SMED, Standard Work, Wastes, Kanban, Quality concepts, supermarkets and Push/pull systems. Trainer and moderator certificate by the concern. Project Manager of Lean Center. Budget: 150 K USD.* Lean Workshops: Lean Moderator of World class program of VW. SMED implementation, Standardizations, 5S Workshops, Value Stream Mapping and waste reduction implementations in line productions, offices, maintenance workshops and warehouse. 5S program Audit implemented.* KVP: Moderator of Solving Problem Workshops. Show less

QA Process Engineer

• Aug 2011 - Dec 2012

* Lean Manufacturing: Responsible of 5S, training and audits programs. Responsible of continuous improvement team. Moderator of SMED and lean process Workshop implementation. * Quality Proyect developer: Project Management effort for a Layer Process Audits program in production Plant for improve the quality, FMEA program for new implementations, QA Training Plan include SPC training, RCA program (we improve quality KPI´s significantly) and Lesson learned. Budget: 5 K USD. * Problem Solving Engineering: Leader of the RCA Program. Research, contents, RCA coordination meeting and follow up of action plan. 8D report to the customers. Coordinator of 2 QA Engineer. * Audit program Coordinator: Process audit coordinator and action plan implementation with the involvement of the general management. * SPC: Responsible to implement SPC team (Six Sigma). Leader of the group of assignable and common causes. * Quality performance analysis: Developed indicators to measure the impact of the different programs and Quality cost. I developed a new Crimp Analysis Laboratory fully equipped; new software, layout and process analysis implementation. Budget 150 K USD * FMEA: FMEA moderator of the industrial plant * Training: Quality and Lean induction of the industrial plant Show less

Visa Working Holiday

• Dec 2009 - Jun 2011

Quality Assurance Analyst

• Jul 2009 - Nov 2009

* Quality performance analysis: Responsible for the preparation of weekly reports for the company TECMA SA; supervised and evaluated by Techint group S.A. (Register, Inventory, Quality Documentation, non conformities, etc.) * Procedure and Instructive: Part of the development team for the cable channel. This entailed mounting instructions, buttons and power cable assembly. Operative Process Design of the Company. * Continuous Training: Responsible for personnel training in different aspects of Quality Management. (5S, 6 Sigma, Quality Management tools, Cost of the no quality concept, total quality philosophy) * Data Book: Responsible for the presentation of an electricity structure manual, which is the final documentation, with all the tests and information of certain electrical areas for industrial power grids. Show less

Member of board of directors

• Aug 2006 - Aug 2009

Member of the Board: NGO AArEII Sub-Delegate of the National University of Salta, adherent member of the Association. (2006-2007) Delegate of the National University of Salta, Active member of the Association (2007-2008). Judge of the Board of the Argentina Association of Students of Industrial Engineering and late (A.Ar.EII). Manager of Institutional Relations A.Ar.EII 2008-2009 management. Member of the Board: NGO AArEII Sub-Delegate of the National University of Salta, adherent member of the Association. (2006-2007) Delegate of the National University of Salta, Active member of the Association (2007-2008). Judge of the Board of the Argentina Association of Students of Industrial Engineering and late (A.Ar.EII). Manager of Institutional Relations A.Ar.EII 2008-2009 management.

Production Intern

• Jan 2009 - Mar 2009

* Quality system Documentation analysis: I analysed all existing documentation referred to quality line of thermal treatments. This helped to eliminate documentation in disuse and to update the current one. I also worked to reference all documents in a correctly manner and then loaded them in the IDM (Inventory Document Management, SAP Systems). * Manual Operations: Responsible for the preparation of four Operations manuals. In order to complete them I was enrolled to three company training courses: -Different treatment of materials. – Installation of Gas. –Water treatment. * Analysis of failure of a sensor line: Realization of a technician survey to measure the oil pipeline structure, which demonstrated failures by a regression analysis. * Traceability Analysis: Responsible for analysis of the efficiency and effectiveness of the traceability system for different products. Show less

Project Manager Jr.

• Apr 2008 - Dec 2008

Responsible of the implementation in Salta. `Linkage program of unemployed` Team leader of 11 interns Consulting service to private companies. Promotion of the program Responsible of the implementation in Salta. `Linkage program of unemployed` Team leader of 11 interns Consulting service to private companies. Promotion of the program

Teacher assistant

• Aug 2007 - Aug 2008

Teacher Assistant. Research Project: Analysis of human conflicts in companies. Teacher Assistant. Research Project: Analysis of human conflicts in companies.

Field Supervisor Jr.

• Jan 2007 - Apr 2007

Project Supervisor and coach interviewers in the field. Responsible Area of statistical sampling. Data Entry. Project Supervisor and coach interviewers in the field. Responsible Area of statistical sampling. Data Entry.